Frequently Asked Questions
1How are we different from any Microsoft partner?
Essentially, because we aren't. We're independent professionals. Our business is solving problems, not selling product licenses or subscriptions. We don't pursue the next six-figure revenue consulting project either. We're focused on fixing or giving you the tools to rescue your current D365/PP project, whatever the size it is.
2Can you fix my current issue(s) when you have not participated in the implementation phase?
Yes, at least most of the time. We do pretty well at identifying the cause of the issue, no matter who implemented the functionality. Depending on the complexity it just may take more or less time to identify the problem. Whatever, we won't touch anything without your approval, thus, don't worry.
3I already have an implementation partner. Do you work with them, or are you a replacement for them?
We're not a replacement but work collaboratively with plenty of amazing Microsoft partners, and not-so-ones too. Anyway, it's not our focus to judge anyone but what we aim at is adding value in an unbiased form, respecting everyone's work and abilities. Again, we're not behind any big consulting project. Our focus is fixing issues and coaching you so you can succeed in your D365/PP endeavors. You can see us as your on-demand internal technology expert that's supporting your goals. We're not a replacement but work collaboratively with plenty of amazing Microsoft partners, and not-so-ones too. Anyway, it's not our focus to judge anyone but what we aim at is adding value in an unbiased form, respecting everyone's work and abilities. Again, we're not behind any big consulting project. Our focus is fixing issues and coaching you so you can succeed in your D365/PP endeavors. You can see us as your on-demand internal technology expert that's supporting your goals.
4I am implementing D365/PP on my own. Can I use this service to get some help?
Yes, absolutely. That's part of our coaching service. Sometimes all you need is just a session or two. In other situations, it may require outlining a custom coaching program tailored to what you want to resolve with the platform.
5Do I need a support contract to submit a ticket?
Not at all. That's part of the benefits of using us. Nonetheless, if you like us and want to opt-in for a more standardized, custom, or planned assistance, we'll be happy to further discuss it with you.
6I have submitted my first ticket. What should I expect now?
Congratulations! You're one step closer to get your problem solved. As described in our process above, you'll hear back from us within the next 48 hrs. You'll be notified through e-mail of every update to your ticket, including our proposal to resolve your issue. So, keep an eye on your inbox and make sure to white list e-mailing coming from our domain, especially from firstname.lastname@example.org e-mail address.
7Will you need to access my environment?
Commonly yes. If you want us to fix your issue, we'll request temporary admin access to your DEV/SANDBOX environment. We'll provide you with the instructions and support to move the changes to prod. If prod is the only environment you have or the issue can be reproduced, then we usually do screen-sharing.
8What does a typical proposal to resolve my problem look like?
It's pretty plain and simple. In most cases, especially if it's your first time using our platform, it will require gathering further details in a screen-sharing session. Therefore, the first proposal might be a diagnosis session to better understand your needs, followed by an updated proposal to actually solve the problem. Our proposals are very clean, plain text, easy-readable stuff, part of the history of your ticket, outlining the estimated effort required, estimated budget, timeframes, and acceptance criteria . You decide to approve or reject our offer.
9How do I know the status of my ticket(s)?
The first time you submit a ticket with us, your user account will be set up automatically. That way, you'll have a username and pass to enter our support platform here - https://dynamics365sos.com/support#/ from where you will be able to manage all your tickets. Likewise, you'll be notified through e-mail about relevant updates, like when your ticket is assigned, status changes, and updates.
10What happens if resolving my issue takes more time/budget than what I approved??
Here it's when we remember that in the end, this is software. And yes, that could happen to us as well. We operate transparently. Thus, in those cases, you'll be notified as soon as we identify any potential gaps and will propose a reasonable path to put us back on track to accomplishing the goal, which is solving your problem. Don't worry, you're in control all the time and we usually run the extra mile. We want you to stay happy and speak good things about us.
11When will I be charged?
In the end, upon work completion for any work under USD 1,000 (i.e. a session, or some small fix you need) or it's doable in less than a week. For any request that demands further work and budget, usually we split it into 50% to start and 50% when done. You'll be charged according to what you approved, so don't worry. You'll receive a formal business invoice that can be paid through Wire Transfer, Paypal, or Credit Card (through Paypal). You have up to 10 days to pay for our service unless otherwise agreed. In the case we don't receive your payment according to the agreement, your account may be blocked and any other work for your company may be put on hold.
12How does the 14-day warranty work?
Simple, in the case you experience any issue directly related to our work, just let us know by replying to email@example.com and we will resolve it as quickly as possible, usually within 48 hrs unless you have a different agreement with us.
13Which are the service Terms & Conditions?
We breathe transparency. You're safe, don't worry. Check them out here - https://dynamics365sos.com/Terms-Conditions
Frequently Asked Questions